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John Lewis - Miele vacuum dispute.
Comments
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I think the thought of getting a 3rd party report is simply to prove their case.
Yet I agree that both stating "wear & tear" is a bit like shooting themselves in the foot on something around 6 months. 🤷♀️
Belt & braces
Life in the slow lane2 -
I imagine they are staring wear and tear, which can include from excessive use and/or mistreatment which could well be where they view their way out.
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It's this,
Miele Guard S1 Vacuum Cleaner, Nordic Blue
(Can't post link)
The only issue is that part that ratchets the handle length has failed so it just slides up and down. No electronics, a simple part replacement or quick fix.
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That would be my reading of it. "Wear and tear" would, to a reasonable person, normally mean natural wear from prolonged normal use, like wearing a hole in the elbow of a jacket. I suspect both JL and Miele are using it as a catch-all phrase because "customer misuse or abuse" wouldn't go down too well, and that's perhaps what they really think has happened.
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Is the pragmatic solution to buy the part and replace it yourself?
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Perhaps something like this 'Miele Telescopic Rod Extension Tube Pipe' which B&Q sell for £10.49?
All the vac. spares dealers sell them (at varying prices) so perhaps they are prone to wear and tear.
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That's a shame OP, there is a CEO email contact on the CEO email site for Miele, worth a quick email for the hope of for a free part.
In the game of chess you can never let your adversary see your pieces0 -
Yes
To me "wear and tear" refers to something that has come about through normal use, and no "reasonable man" would consider the handle of a vacuum cleaner that broke through normal use after just 6 months and 4 days to be of satisfactory quality.
If it had been two years, different situation.
I agree that of course an independent report would help the OP prove their case but I'm questioning if it's really necessary when something is obviously not of satisfactory quality.
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I think if Miele and JL actually mean "the customer has broken it" or otherwise abused it, they should say so.
I'd be even more annoyed as a customer with the implication that after 6 months and 4 days it was down to normal "wear and tear" and that I shouldn't expect anything better and that I should just suck it up and be content to pay for a repair or a replacement part.
they 're basically saying "Don't expect it to remain intact after 6 months"
It should be unacceptable
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If the CEO is Gerald Ratner he'll probably say "You should think yourself lucky it lasted longer than my jewellery!"
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